Call Center Project Manager

THOMAS A. SCHNURPFEIL

**** **** ****** *****, ***** Rock, TX, 78681

512-***-**** adv4bl@r.postjobfree.com

QUALIFICATIONS

Experienced Project Manager with a foundation based on Sales Engineering and Product and Call Center Management in the voice, data and video communications industry. Strong communications and sales abilities supplemented by thorough technical engineering aptitude and polished presentation and communication skills. Looking for an organization that needs and wants structure and process to control deliverables with no errors.

PROFESSIONAL EXPERIENCE

New Era Technologies (originally Comm-Works), Minneapolis, MN – Provider of AV and data networking equipment/services and structured cabling

Program Lead (2021 – 2023)

Oversaw AV projects for a large, nationwide banking customer from quoting to turnover to service

oPromoted to Program Lead with expanding responsibilities required as project expanded by over 400% and oversaw a team to handle the project.

oManaged and reported on pipeline, profit margins and completion deliverables to executive level both internally and to the customer.

oTrained additional resources on program’s technical details and procedural processes

Project Manager (2019 – 2021)

Oversaw AV projects for a large, nationwide banking customer

oBrought on as specialist to be the single resource for a recently won company-wide video deployment and built the processes and tools from inception.

oMet installation targets at 100% while meeting profitability goals

oExpanded project scope to include service revenue and identified gaps in customer procedures to create and improve deliverables

Diversified US, Kenilworth, NJ - Reseller and distributor of video, voice and collaborative communication solutions

Project Manager (2018 – 2019)

Oversaw AV projects from quoting to turnover to service

oWorking with internal PM team to provide consistent installation deliverables to multiple customer PM’s across the country.

oMaintaining above-average margins for all installation via detailed project designs and documentation through installation and close-out.

GBH Communications, Inc., Monrovia, CA - Reseller of video, voice and collaborative communication solutions

Senior Project Manager (2012-2018)

Oversaw all installations and on-site service dispatches over entire US and numerous international locations

oSuccessfully managed an increase of 50% of project implementations.

oIncrease margins by 30% through strategic partnerships and controlling field expenses.

oResearched and implemented a web-based project management tool to provide increased visibility of projects to department and decreasing missed commitments

oManaged all subcontractor relationships and was primary point-of-contact for field tech support issues

oWorked in conjunction with purchasing to ensure product procurement and deliverable of hardware and purchase orders to subcontractors

LifeSize Communication, Austin, TX - Manufacturer of video conferencing products and services

Senior Program Manager (2010 – 2011)

oOversaw installations and was instrumental in more than doubling installation revenue in 6 months.

oCreated processes for installation project management resulting in reducing time-to-completion by 50%.

oPrepared and negotiated contracts resulting in reducing subcontracted labor rates by 48%

Conferencing Advisors, Austin, TX - Reseller and distributor of video conferencing solutions and services

Operations Manager (2007-2010)

oResearched, designed and implemented new database from scratch in order to improve and automate company processes and retention of accurate information.

oManaged service offerings and coordinated with multiple manufacturers resulting in an increase in service revenue of over 400%

oManaged all installations and purchasing for entire company increasing margins by 30%.

GBH Communications, Inc., Glendale, CA - Reseller and distributor of video, voice and collaborative communication solutions

Director of Technical Services (2003-2007)

National Manager of pre- and post-sales engineering and services

oRe-engineered post-sales call center and service offerings, resulting in improved efficiencies and increasing revenue by 205% and reducing expenses by 38%.

oManaged national sales engineering team of 6 supporting nationwide sales force of 25. Instrumental in increasing multipoint bridging sales and associated solutions by over 700%.

oManaged, tracked and reported on ACD and email support activity with current headcount while communication activity increased over 300%.

oIdentified, organized and managed company training and Platinum-level certification process with key manufacturers resulting in over a 300% increase rebates, directly affecting company profits profit by 12%

oRevamped database and automated processes to improve efficiencies over 90%.

REVIEW VIDEO, LLC, Aurora, IL - A multi-vendor, value-add distributor of video and audio conferencing products and network services

Video Products Manager (2002-2003)

oOversaw video product line and associated peripherals generating 70% of company's $63M in revenue.

oExpanded portfolio of products and managed vendor relationships in order to increase revenue 18% over previous best quarter.

oTeamed with over 30 manufacturers to develop marketing programs and incentives to increase sales and product awareness.

oSupported nationwide sales force of 21 people with technical and positioning information on multiple products while communicating product and marketing information to over 900 dealers.

SIEMENS INFORMATION COMMUNICATION NETWORKS, Chicago, IL

1986 to 2001

A $1 billion telecommunications provider of voice, data and video solutions

National Video Programs Manager (1996-2001)

Oversaw entire video conferencing product line.

oDeveloped strategies, initiated programs, and tracked effectiveness that drove sales over 25% annually.

oManaged reseller relationships with multiple partners that improved margins by 6% and strategically brought forward competitive and profitable solutions.

oDuring a time of decreasing staff, single-handedly increased sales volume over 25% annually by developing and tracking strategic solutions and initiating sales and marketing programs.

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Sales Engineer (1986-1996)

Technical resource for nationwide sales force regarding voice and video communication solutions.

oLaunched a nationwide video department from inception to completion and created documentation database, which resulted in exceeding sales plan each year.

oProvided presale configuration and technical support for video conferencing to entire company that produced competitive and technically sound solutions.

oPlanned, designed and implemented complex, multi-million dollar voice messaging implementation for the company's largest customer, including multi-million dollar voice messaging implementation for the company's largest customer.

EDUCATION

BS Communications, Northern Illinois University, DeKalb, Illinois

PROFESSIONAL DEVELOPMENT

Polycom/PictureTel Certified Video Engineer (CVE) PictureTel Technical Marketing

Polycom Network Server Products LifeSize Certified Technical Expert

Siemens Data Communications PictureTel Video Systems Maintenance

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